Job Description

Senior IT Technical Services Specialist

Who We Are: Fuelled Networks is a client-first IT support provider that has been providing top-notch IT services and support for small to medium-sized businesses throughout Ottawa and Eastern Ontario since 1982. We’re a small, high-performance team of smart, resourceful, and highly skilled technicians who do whatever it takes to ensure the successful delivery of IT solutions to our clients.
At Fuelled Networks, we believe happy employees are successful employees. Whether it’s an afternoon break at the popcorn maker in our open, collaborative common area, or a Friday summer afternoon off, we strive to create an environment that keeps our people healthy, happy, and engaged.
If you are someone who strives to exceed client expectations, is driven by the active pursuit of professional development opportunities, and you are interested in working at a company where you are valued and appreciated for going the extra mile, Fuelled Networks is the place for you.
You Should Know:

• This is a full-time, permanent position.
• Hours are Monday to Friday, 8 am - 5 pm. Work on weekends or after normal business hours may be required (based on client demands and requirements).
• Candidate MUST be local to Ottawa.
• This is a Hybrid work role aligned to public health recommendations and our company policy. Expect to work remotely as well as in the office as scheduled.

• We need you to be eligible for a security clearance. This is essential.

About the Role: Reporting directly to the President, the Senior Technical Services Specialist utilizes their expert technical knowledge to support, maintain, optimize, and troubleshoot our clients’ most advanced technical challenges. From consulting and delivering complex cloud solutions to monitoring network security, you will work alongside a talented and innovative team to successfully implement solutions for our small to mid-sized clients. We are looking for someone who is hands-on, passionate, demonstrates ownership and finds motivation in solving problems and delivering excellent customer service. Because this is a dynamic role with varied responsibilities, candidates must be capable of working in a fast-paced environment and able to independently manage multiple conflicting priorities concurrently.
Here's What You’ll Do:

• Provide timely resolution of assigned Help Desk tickets.
• Act as the subject matter expert for new projects, advising relevant stakeholders on system issues and providing recommendations on technical initiatives.
• Coordinate with external suppliers for support and other project deliverables as required.
• Develop and deliver quality technical solutions with a security framework in mind.
• Manage, secure, and monitor SMB client TCP/IP networks (i.e., WAN and LAN connectivity, routers, firewalls, etc.)
• Implement, secure, and manage Fortinet Security Fabric solutions.
• Perform backup and disaster recovery functions.
• Provide remote access solutions to clients.
• Ensure the on-going improvement and implementation of Cyber Security best practices and compliance.
• Act as an escalation resource for Help Desk and Tier 1 support.
• Participate in 24/7 on-call support for critical incidents when required.
• Work closely with the following technologies:
  • FortiGate firewalls, switching, wireless access points and associated security appliances and services.
  • Server 2016/2019.
  • Exchange 2016/2019.
  • Azure.
  • Active Directory/DNS/Group Policy/PowerShell.
  • Office 365.
  • Mobility.
  • Networking.

Here’s What We’re Looking For:

• Relevant degree or equivalent qualifications with experience in technology.
• Minimum 10 years of relevant work experience.
• Practical experience with controls and risk management procedures.
• Industry Certifications relevant to the role.
• Excellent interpersonal and communication skills (verbal & written); able to effectively communicate technical information to all levels of staff across the organization and with clients.
• Superior project management and organizational skills with a can-do attitude and the ability to meet tight deadlines.
• Ability to understand and interpret specific client requirements with a high level of attention to detail.
• Strong analytical and problem-solving skills (a ‘solutions wizard’ approach) with the ability to resolve issues in a high-pressure environment.
• Advanced knowledge of technologies including Microsoft Azure, M365, Cyber Security controls, Fortinet Fabric, Server.
• Strong customer service orientation and conflict resolution skills.
• Previous experience in a consulting environment is a huge asset!

At Fuelled Networks Ltd., diversity, equity, and inclusion are part of who we are. Together, we continue to build an inclusive culture that reflects the diversity of our people. It fuels our innovation and connects us closer to our people and our clients. We strive to nurture a culture where inclusiveness is a reflex, not an initiative